Quality Analyst - Thane G corp

Job description

- Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)\\* **Key Result Areas \\*** Supporting Actions\\* Quality Monitoring & Evaluation - Audit renewal and retention interactions (calls/emails/WhatsApp/SMS/letters). - Evaluate adherence to call scripts, documentation standards, and renewal process. - Score interactions using defined QA scorecards. KPIs: QA coverage %, average QA score, variance across auditors, fatal error rate Persistency Leakage Identification & Control - Identify lapsation patterns by product/channel/tenure bucket. - Track cases of missed follow-ups, wrong tagging, incorrect due dates, payment link failures, wrong customer contact details. - Highlight “at-risk” cohorts early. KPIs: leakage cases identified, % actionable leakage, closure rate, reduction in avoidable lapses. Root Cause Analysis (RCA) & Corrective Action Plans - Perform RCA on lapses, low conversion cohorts, failed renewals, and revival drop-offs. - Categorize reasons: customer-level, process-level, system-level, agent-level. - Recommend CAPA and track implementation. KPIs: RCA TAT, CAPA implementation rate, repeat issue reduction %. Process Compliance & Regulatory Adherence - Ensure all renewal communications are compliant (opt-in/opt-out, language, disclosures, grievance handling). - Monitor adherence to SOPs for payment collection, follow-up frequency, and documentation. KPIs: compliance deviations, audit observations, zero-tolerance breach count. Coaching, Feedback & Capability Building - Provide structured feedback to callers/retention teams and their supervisors. - Conduct calibration sessions to align scoring interpretation. - Create “top defects” training nuggets (objection handling, payment guidance, value articulation). KPIs: coaching completion %, post-coaching score improvement, calibration agreement %. Reporting & Dashboards (MIS) - Publish daily/weekly/monthly QA and persistency insights dashboards. - Track performance by team, channel, cohort, and vintage. - Maintain QA tracker and action logs. KPIs: MIS timeliness, accuracy, stakeholder adoption, recurring insight rate. VOC (Voice of Customer) & Complaint Trend Analysis - Capture customer objections/reasons for non-renewal. - Analyze grievances related to renewals (miscommunication, payment issues, service dissatisfaction). - Feed into product/service improvement loops. KPIs: top VOC themes, complaint trend reduction, closure TAT improvement. System/Process Improvement & Automation Support - Raise system tickets for workflow gaps (wrong due-date triggers, SMS failures, broken payment links). - Support UAT for renewal journeys and QA tools. - Help automate sampling or scorecards where possible. KPIs: issues logged vs resolved, UAT defects found, automation impact (time saved). Sampling Strategy & QA Governance - Define sampling methodology (risk-based + random) to ensure fairness and impact. - Ensure audit trail of evaluations and evidence storage. - Manage inter-rater reliability checks.